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Who can raise support ticket with Microsoft

Posted on by 2,418

Hi All

I have a question on who is allowed raise support tickets with Microsoft. Are the end customer who bought the product can raise a ticket or only a partner (CSP) can raise a ticket? Or is this something you have to purchase separately?

Thanks

  • RE: Who can raise support ticket with Microsoft

    Hi Samantha,

    Check below link for further details

    docs.microsoft.com/.../manage-technical-support

  • Suggested answer
    YUN ZHU Profile Picture
    YUN ZHU 73,296 Super User 2024 Season 2 on at
    RE: Who can raise support ticket with Microsoft

    Hi, just adding some info from MS Docs.

    Summary of where to file bugs and issues:

    https://docs.microsoft.com/en-us/dynamics365/business-central/dev-itpro/technical-support#summary-of-where-to-file-bugs-and-issues

    Hope this helps as well.

    Thanks.

    ZHU

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    Jeffrey Bulanadi Profile Picture
    Jeffrey Bulanadi 644 on at
    RE: Who can raise support ticket with Microsoft

    Hi Samantha,

    Agree with Inge, Only partners can raise a support ticket in your behalf. Also Microsoft will charge you for a support if you wish to deal with them.

    If you find this useful please give it a like or verify the answer. By this way you can help other members know that the topic has been answered. Have a nice day. Thank you.

    Cheers,

  • Suggested answer
    Inge M. Bruvik Profile Picture
    Inge M. Bruvik 32,748 Super User 2024 Season 1 on at
    RE: Who can raise support ticket with Microsoft

    Hi Samantha73 !

    For Business Central the normal procedure is that your CSP partner raise support tickets on your behalf.

    In addition to that you can purchase support tickets from Microsoft for use in your business.

    Here are info about some of their offerings.

    support.microsoft.com/.../support-for-business-1f4c4d09-9047-28ac-bb3b-618757e3bffd

    I think it is like this because Business Central is only sold through partners and not from Microsoft directly. Both Microsoft and we who are partners want the customer  to partner relationship work so well that it feels natural to handle support through a partner.

    At the same time i also thing everyone realize that the partner - customer relations not always are working perfectly, and that makes customers sometimes want to go directly to Microsoft for support.

    A vital part of a successful ERP implementation is to chose the right partner for you, that is the case for both Business Central any any other ERP systems that are sold through a partner channel.

    Then again the good thing about Business Central is that there is a large worldwide community willing to offer a lot of insight and assistance to any Business Central user out there.

    That includes both this forum and a lot of other forums available for Business Central users. One advantage this forum has is that it is monitored by Business Central capable Microsoft employees. 

    I hope that answered your question.

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